Call Center Reporting Analyst

Why consider this job opportunity:

• Salary up to $77,500 annually
• Comprehensive medical, dental, and vision benefits
• Retirement plan with a generous company match
• Employee Stock Purchase Plan (ESPP) available
• Opportunities for career advancement and growth within the organization
• Inclusive and diverse culture with a commitment to community impact

• Analyze and report on customer service data, including call flow, patterns, service levels, and abandon rates
• Generate accurate forecasts to maintain staffing, scheduling, and reporting requirements
• Provide management with reports and recommendations to enhance productivity and meet service goals
• Monitor call center performance and make adjustments to ensure departmental objectives are met
• Consult with call center management to improve customer satisfaction while balancing business needs

• Minimum of 2 years of call center experience, including reporting, staffing, IT, and customer service handling
• Experience working with call center data, such as unified telecom data and Salesforce data
• Proficiency in SQL, VQL, DAX, Power BI, or comparable software
• Strong communication skills for effective collaboration between technical and business operations
• Ability to analyze trends in service center metrics and make data-driven recommendations

• Experience leading customer service agents through technological transformation
• Familiarity with workforce management techniques to enhance call center efficiency
• Previous involvement in quality assurance data collection and reporting

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We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer.